*XFINITY CUSTOMER SERVICE IS THE WORST I HAVE EVER EXPERIENCED! My 93 year old mother is lives alone and does not drive. She depends on Xfinity cable for news like weather alerts. Hours on the phone with Malaysia trying to set up a new cable box because her's died. Still no cable service. Can't send a Technician until Thursday. Horrible system of calling offshore and having them try (broken English) to read a screen of questions to you. Absolutely pathetic system of customer service. They are not trained to help answer questions, nor get your system working. They just read a screen and send your questions to someone else then try to translate it to you. Xfinity idiots turned off MY CABLE at my house instead of turning my mother's cable on at her house! **AVOID XFINITY ** read more

This company has ZERO customer service. My internet and cable went out on a Monday and they could not send anyone to restore my service until Friday. They seemed to think that this delay was just fine. Needless to say I switched to another provider. After 40 days post cancellation I still have a credit balance with Xfinity. I called them. Even though I always paid my bill with real money, I am told my refund, if or when it gets here, will be in the form of a "gift card". These people are the most arrogant people I have ever dealt with. They do not know the meaning of Customer Service. read more

Set up an in person appointment to review our current account, was handed off to a customer service rep, Ernie Berry. He was very helpful explaining all of our options with internet , and was able to transfer our cell phone service from another large carrier and saved us about $200 a month. Did not have much luck doing business over the phone or through the app, but in person was awesome!!! read more

I had to go back again. This time I made an appointment and I was in and out in a timely manner. I'm still not pleased with Xfinity service, but I am pleased with this store would use again. read more

If I could give this company zero stars I would . They set us up service to an incorrect address, charged us a monthly fee & a technician fee and after 8 phone calls with hours on the phone , the last comment was " we don't know if your address is serviceable " . Every phone call has been painful to sit through . With trying to set this up out of state was impossible. I also had a supervisor hang up on me , laugh at me and tell me the technician is on the way that never showed up . Extremely frustrating customer service and needless to say , we will not be using them for our internet . read more

Xfinity is the absolute worst in customer service I have ever experienced. Try speaking to a live person. Impossible! Will never happen. They send to you a virtual assistant (AI Bot). It only gives you a few options as to what you are asking for. When you click on them, it tries to run diagnostics but never answers your question. If you are fortunate enough to find away to get to a live virtual chat person, they absolutely lie and try to sell additional services. My last time through this said my technician date and time was confirmed for this Monday and when I get the confirmation, it is 2 weeks later. Then it asks me to confirm the new charges in my account which there weren't any but they want to charge me $100 extra? I cannot stress enough to stay away from using Xfinity if this is an option. My beef is not with the Knoxville office but Xfinity as a whole. read more

Do not choose Xfinity for your Internet service provider. I've been one for 6 years and for 6 years I've had nothing but tech issues, service issues, and billing problems. Put hours and hours into trying to resolve and thinking things would get better but nope. Been overcharged, tech issues really don't improve, sloppy outside cable work creating tripping hazards on my street for months...lines have been left unburied for months, hours of interrupted services, horrible customer service with lying to me with case number after case number closed but unresolved, keeping me on the phone for hours ensuring me all is taken care of...nope. this last round has gone on since Feb 6 until yesterday. That's it for me. Terrible provider. Go with anyone else in your area. The Xfinity Comcast company are nothing special, over charge, fat cats trying to be a monopoly in this area. Do buy into their promos or ads. They lie and their service stinks! Go with AT&T or Frontier. I've reported them to the BBB as well. Beyond unprofessional, poor quality, over priced, and the worst customer service. Run far away from them. read more

In late September, 2024, my wife and I moved to a new neighborhood. Xfinity was not offered in this newly built neighborhood, so we were forced to switch ISPs to Spectrum. We had both been Xfinity customers for 2 years, with no problems. When I went to the Xfinity store on September 23, 2024, I returned our equipment and asked if we would need to pay any fees associated with breaching our contract and canceling our service. I was told by the customer service rep that if there were anything, we would be notified, and so I went on my way. On December 6th, my wife received a call from a collections agency claiming that we owed $204.99 for breach of contract. We went to check the Xfinity account to check to be sure we didn't have any outstanding balance, and found that there was no longer an account under my wife's email account, so we then checked for any emails from Xfinity mentioning an outstanding balance and found no correspondence since 09/23, and nothing of a bill being due nor balance due. We had not received any physical mail at either our old address or our current, and our old landlord said that there was no mail in the office with our names attached, nor had they forwarded any mail addressed to us. We contacted Xfinity, telling them that there must have been a mistake somewhere, but that got us nowhere. Our claim was denied multiple times, however, because we are still unable to login to our account, we cannot see the rational behind the decision. We tried speaking to the manager of the Xfinity store nearest us, who beleives that an error in reporting the reason why we canceled our plan in addition to a glitch in the system is to blame for our current predicament. However, the only action he could offer was to be redirected to speak again to a representative on the phones. read more

Look. Xfinity may stink most of the time but this locations customer service is actually pretty solid. Went in and had a very smooth interaction exchanging my xfi gateway read more

We were having trouble with our internet access point equipment after a move. The representatives at this store gave us great support to get things working correctly for us. We certainly appreciate their efforts since we live in a very connected world and reliable communications are important for our family! read more

Let me start by saying this may be some of the worst service EVER. I have to have a C6 cable for my job because it involves the transfer of HIPPA related information. My computer (bought by my new employer) has a hard drive where the cable has to be connected. All the installation work had to be able to hook up for that cable specifically. I placed my order with xfinity on Monday, March 1. I had to wait until the 9th, which was their first available date. First, the guys from xfinity who showed up started out trying to say there was no way to run a cable because there wasn't any cable port to use to connect. Seriously? I live in a condo that was built in the 80s - am I really so stupid that I'm supposed to believe that no one who ever lived here never had cable TV? After lots of technobabble, I gave up, called my boss, and let the tech talk to her. They found a workable cable plug (I had to point him to it), and I had to move my office from one room to another to access it. Not what I wanted, but I HAVE to be able to work. I don't know if they tested the cable before they left, but I don't think so. When I called again, it was because everything BUT my work computer is connecting. I gave the guy a new sign-in name, and a password. Even though I typed and retyped it several times, xfinity couldn't/wouldn't/didn't recognize the exact same info I had given. They said I had to have an electrician do it. I had already had an electrician come out, and they said xfinity had to do it. It was xfinity's service and xfinity had to do the installation. I had already contacted Hiller's and they came over, looked at everything and said xfinity had to be the ones to do it. I've worked with Hiller before, and they actually know what they're doing. After Hiller came and went, I tried calling HelloTech, but couldn't get off Hold to tell them not to send a tech, because there was nothing to look at, since Hiller was unable to do the work. THAT is an entirely other Yelp Review. Xfinity is great - when it works. Expect nothing from the installers. read more

I feel The Internet Essentials team gives the elderly and the senior citizens and the disabled a hard time with qualifying for the services. I had a neighbor an apartment 207 that is qualified for the services a customer care representative of the Internet Essentials team tried to tell her that they had done away with a $9.95 Internet Essentials plan which is a big load of hogwash I know better I have the plan myself!! Don't lie and jerk us around We Know Better! I was over at my neighbor Eddie's all day getting them to give him his account number they were sitting on it knowing that he qualified for the Internet Essentials they sent him the Box he had we had hooked up the box together. We called Xfinity three times trying to get the info so we can set up his internet equipment. At first they tried to say he did not qualify. That was a lie because why would they send him a box if he did not qualify?! Then because he didn't have an email address we had to threaten to go to a supervisor and ship the box back and say goodbye to them if they did not comply with giving my neighbor the accountant information that he had requested in the first place. So we finally got the correct account number from a decent Xfinity Internet Essentials representative. So then all of a sudden the TV would not connect to the internet but his cell phone connected to the internet so we spent another two hours trying to connect the Vizio TV to the Xfinity internet. Okay back to square one if the Internet Essentials representative what I've told us to use the Wi-Fi password on the side of the modem first we wouldn't have had that issue in the first place if we were to use the recent password first we wouldn't have to do all this. I feel that the customer representatives in the Internet Essentials team are trying to not want to deal with the customer because I feel that they do not agree with us having the Internet Essentials program cuz they feel that they are for the rich people only and not for the poor and the disabled and the elderly. I feel that customer service needs to do a better job and stop jerking the customers around like rag dolls and not wanting to deal with the customers and that's including the elderly and the disabled! I feel that they make us jump through hoops and horse laugh about it in the end. They won't be laughing for long when customers start dropping their service because they get tired of being jerked around by Internet Essentials Representatives that know what they're doing but trying to play with the puppet on the string behind the curtains. Please don't lie to us and insult our intelligence We Know Better. Thank you! read more

I have visited this location several times and each time was able to get what I needed done quickly and always with a nice courteous rep. Today Curtis helped me. He was polite and very professional and eager to help me accomplish what I needed done and I was out of the office in no time! I have internet service with Xfinity and I am very pleased with the service they offer. BTW; they never try to upsell you anything which is a huge plus for me too. read more

Don't fall for the xumo schpiel. It renders your Roku useless. My tech said he'd never even seen one. You'll need 3 remotes because yours won't synch (that's IF you can get your commonly-used soundbar to even work. They charge you for every streaming channel separately - even Peacock. It's a farce. Just don't do it. read more

Biggest joke of a company. Impossible support, impossible service. They are light years behind spectrum. The only reason their business exists is because they and spectrum do not cross territories. read more

The waiting time is toooooo long, no enough Emplyee over there.. more than 45 minutes waiting to buy a modem!!!!! read more

Xfinity - Most of the disk are empty bcs no employees!!!! Only three are are available, this is 45 minutes waiting to buy a modem.. - Internet Service Providers Near Me - Knoxville, Tennessee

Xfinity issues ALWAYS require a visit to the local store. Their customer service phone help is impossible to reach thru the robot chat features. Price increases occur each year. Promotions are available but as I said, to get them it ALWAYS requires an in person visit. read more

I'm not too sure where all the one star reviews come from...I went in today around 10:15, and there were 5 workers there. I was helped as soon as I walked in and I was out with what I needed in no time. The store was clean and organized, and I had no complaints. read more

Zero customer support. Gives a modem to connect yourself and they never work. Can't contact anyone for help

firts couple months service is good after that internet is trash they want to overcharge

worst wifi comp to go with will definitely never be with go with this company on any it's a rip off everytime you go to the store it's always something on top of something read more

My family spend lots of money with xfinity. They are horrible. Very unhelpful very rude. I hate going there for any reason. The employees were very rude to me and the other members of my family as we had to go in at different times for separate reasons regarding our phones. Looks to me like they're not picky about who they're rude to. read more

My wife and I just signed up with xfinity about a month and a half ago. I was wanting to watch a football game that was on a channel we didn't get. So I contacted xfinity and told the lady what I wanted, she told me I had make our first payment, not a problem. Then today my wife was chatting with a lady from xfinity, the lady told my wife that we have already been charged with 3 late payments. Really, we haven't even been with them 2 full months and 3 late payments? This is unbelievable. I am considering dropping them and just going with fire stick. read more

While shopping at a Knoxville Walmart today, my wife was approached by a young man who said "Hey beautiful. Love the shirt you have on and your ear rings. Who do you have phone service with?" My wife answered with "I don't appreciate you talking to me like that and we are very happy with the service we have". He answered with "Have a blessed day". It's a good thing I was not close by. We talked to the Walmart manager, who seemed to know who we were talking about, who said he would address the matter with them. Great job Comcast. read more

Calling Comcast is the most infuriating experience. The IVR has no option to talk to a human. I understand it's faster, easier and more efficient for Comcast to use automated EVERYTHING but it's not always best for the customer. I was calling about trouble with the physical line outside but the IVR insists I pick a product so it can reset my modem. I don't have time for this nonsense. Trying to make changes to your account? Forget that too... you have to chat with an auto attendant or if you do get someone it's takes 3 times as long. Should change the name from xfinity to insanity. read more

Unbelievabley great customer service from Kevin at Kingston Pike location. We drove in from Rockwood at the suggestion of a tech guy because it is a "real" xfinity store and the one in Oak Ridge is a third party seller. We had been there before when we live in cedar bluff and Kevin gave us the exact same great service. It was more than a year ago and I was surprised he was still there. He must like it because he is very good at his job. While we were waiting two other reps finished up with their customers and walked by us - one looked up from his phone and kept sauntering by - prob to the break room. Kevin finished up and greeted us and assisted us right away. The others acted like they were in a work release program and had to be there. Kevin wants to be there and you can tell. If not, he's an academy award winning -quality actor and he's in the wrong field. Thanks Kevin for the consistency -- get rid of the others and give Kevin their wages. He runs circles around them anyway! read more

This review is specific to Xfinity Mobile. I switched to them about six months ago and purchased a new Samsung A70, which was then on sale for under $200. My monthly bill is now under $23, less than 20% of what I was paying Verizon and using the same towers. I have had personally excellent service, although I must agree that last time I was in the Knoxville office there was a line of people waiting for service. That said, they did have someone checking with each person as to what they needed and then quickly turning around simple requests for pick-ups etc. read more

I want to thank Chris Dickenson of Comcast/Xfinity for the outstanding service he gave us on Saturday morning, 3/23/19. Our internet and cable service had been out for a couple days, and he arrived exactly when Comcast said he would and then proceeded to check everything over the next hour and half, dragging himself through a dark attic and above our garage to identify the problem, replace the worn out parts and get us up and running again. And he was very friendly besides. You're fortunate if you have Comcast and get Chris to solve your problem! read more

If I could give a ZERO, I would. All I want to do is ask "How much does your cell phone prepay plans cost and what does an IPhone cost?" There is NO local number. The 800 number is extremely cumbersome to navigate and never lets me talk to a human. So, My option is to set an appointment, drive 38 miles one way to ask those two questions or just go straight on to their competitors and pick out a plan and service with one of them. This is a business decision and I want at least two bids for products/services before just going with the first company that I am able to make contact with. Here I am, ready to spend $1,000 on a phone and thousands of dollars on their phone service over the next few years and I can't even speak to anyone without great difficulty for me. That ranks as a ZERO in service of a potential new customer. Guess I'll have to give that $5,000 to Verizon because Xfinity is afraid that someone might actually call their Knoxville, TH Kingston Pike location and they would have to answer a phone and two simple questions. Guys, if it is this hard to give you my money, how hard is it going to be to get service after the point of sale? read more